Waiting for a refund from Xfinity? This article explains who may qualify for a refund, how refunds are issued, and when to expect your money.
A refund returns money to you, usually through the last payment method on file. If that payment method is no longer available, we’ll email instructions for claiming your refund. If you don’t have an email address on file, we’ll mail you a prepaid card.
A credit is different from a refund. Credits stay on your account and reduce your balance or are applied to future charges.
Not all credit balances qualify for a refund. For example, a credit issued for a service issue may lower your bill but may not be refunded, even after you disconnect service.
You may qualify for a refund if you:
- Paid more than you owed.
- Made a double payment.
- Have an eligible credit balance on a disconnected account.
- Canceled an installation and are owed a deposit refund.
- Returned an Xfinity Mobile device within the 14-day return period.
Outstanding charges, including charges for unreturned equipment, may reduce or eliminate your refund.
Refund types
Overpayments and duplicate payments
If you paid more than you owed or made the same payment twice, you may qualify for a refund.
To request a refund, your account credit balance must be greater than the cost of one month of service. If the credit is less than one month of service, it will remain on your account and be applied to future charges.
Credit card payments
- Refunds are sent back to the same card used for payment.
- Most refunds are processed within 3 to 5 days.
Cash, check, money order, or electronic funds transfer (EFT)
- Refunds can be issued after 15 days.
- Refunds may be issued sooner if you provide documents showing the payment has cleared your bank.
If documents are needed, we'll email instructions for uploading them.
Canceled installations and deposit returns
If you cancel an installation after paying a deposit, we’ll refund the deposit to your last payment method on file.
Most deposit refunds are processed within 7 to 10 days.
Closed accounts
Xfinity service (TV, Internet, Voice and Home)
If you disconnect your Xfinity service and have a credit balance on your account, we'll review the account to see if you qualify for a refund.
Before we issue a refund, we wait for any final charges to be applied and for rented equipment to be returned.
We'll review the account when:
- All rented equipment has been returned, or
- 30 days have passed since the account was disconnected.
If rented equipment isn't returned within 30 days, unreturned equipment charges may be added to your account. These charges can reduce or eliminate any refund. For information about returning equipment, see How to return your Xfinity equipment.
Any credit balance will first be used to pay outstanding charges. If money remains after all charges are paid, we'll refund the remaining balance if your account is eligible.
Once the account meets all refund requirements, refunds are usually sent to the last payment method on file and are typically received within 4 to 6 weeks.
If you move and transfer service to a new address, any credit balance usually transfers from the old account to the new account after installation. In most cases, a refund is not issued because the credit is applied to the new account.
Xfinity Mobile
If you disconnect your Xfinity Mobile account and have a qualifying credit balance, we’ll review the account for a refund after any outstanding balances, device payments, and other charges are resolved.
Any credit balance is first applied to unpaid Xfinity Mobile charges, including device payments. If a credit balance remains after all charges are paid, the remaining amount may be refunded.
If you qualify, a refund is automatically generated 62 days after the account is disconnected.
Xfinity Mobile device returns
If you return a device within the 14-day return period and the return is approved, any eligible refund is sent to the original payment method used for the purchase.
Refund timing varies depending on the payment method and when the returned device is received and processed.
For more information, see Return an Xfinity Mobile device and get a refund.
If we can't refund your original payment method
Sometimes your original payment method can't accept a refund. When that happens, we'll use another refund option.
Refunds of $500 or less
- We’ll send an email from notifications@refunds.xfinity.com with instructions for claiming your refund online.
- If you don't have an email address on file, or you don't claim the refund within 15 days, we'll mail a prepaid card to your service or billing address.
- Most prepaid cards arrive within 7 to 15 business days.
Refunds over $500
- We’ll mail a check to your service or billing address.
- Checks typically arrive within 5 to 8 weeks.
Need to update your email address, phone number, or mailing address? See, Update your Xfinity account contact information and preferences online.
Refund timing
Refund timing starts after all refund requirements have been met. Some refunds may take longer if we’re waiting for equipment to be returned, payments to clear, or final charges to be applied.
| Scenario | Refund method | Typical timing |
| Credit card overpayment or deposit refund | Original credit card | Three to five days |
| Bank account refund | Original bank account | Five to 15 days |
| Cash, check, EFT, or money order overpayment | Xfinity Refunds claim process | Email from notifications@refunds.xfinity.com with refund instructions, typically within seven to 15 days |
| Canceled installation deposit refund | Last payment method on file | Seven to 10 days |
| Disconnected account refund, where eligible | Last payment method on file | Four to six weeks after all refund requirements are met |
| Refund of $500 or less when the original payment method can't be refunded | Xfinity Refunds claim process | Email from notifications@refunds.xfinity.com with refund instructions |
| Refund greater than $500 when the original payment method can't be refunded | Paper check mailed to the service or billing address | Five to eight weeks |
| Xfinity Mobile device return | Original payment method | Varies based on when the device is received and processed. For more information, see How do I return or exchange my mobile device and accessories? |
Claim a refund online
If your refund is $500 or less and can't be sent to the last payment method you used, you'll receive an email from notifications@refunds.xfinity.com with instructions to claim your refund. Be sure to check your inbox and spam folder if you're expecting a refund claim email.
- Open the email and click Select your refund.
- Create a username and password to sign in.
- Complete your profile information if this is your first visit.
- Verify your identity using the confirmation email sent.
- Click Yes to confirm.
- Choose how you want to receive your refund:
- Virtual card
- Physical card by mail
- Direct deposit to a bank account
- Review the terms and click Agree
- A Success! message will appear when the process is complete.
Visit xfinityrefunds.com for help with:
- Logging in to your account
- Claiming or redeeming a refund
- Prepaid card questions or PIN setup
- Lost or stolen prepaid cards
- Fraud or disputed charges on a prepaid card
- Prepaid card transaction history
FAQs
How do I know if I qualify for a refund?
You may qualify for a refund if you:
- Overpaid your account.
- Made a duplicate payment.
- Have a qualifying credit balance on a disconnected account.
- Are owed a deposit refund.
- Returned an Xfinity Mobile device within the 14-day return period.
What's the difference between a refund and a credit?
A refund returns money to you. A credit stays on your account and reduces what you owe. Not all credits qualify for a refund.
Why haven't I received my refund yet?
Your refund may be delayed if:
- We're waiting for a payment to clear.
- Additional payment verification is required.
- Final charges are still being processed.
- Rented equipment hasn't been returned.
- Your refund is being sent by check.
- We can't refund your original payment method.
I moved but still have Xfinity service. Will I receive a refund?
Usually not. If you move and transfer your Xfinity services to a new account, any eligible credit balance may transfer to the new account instead of being refunded. The credit will appear on a future bill and reduce your account balance.
Will unreturned equipment affect my refund?
Yes. If you don’t return rented equipment within 30 days of disconnecting service, unreturned equipment charges may be added to your account. These charges can reduce or eliminate your refund.
What happens if my original payment method is closed or no longer available?
If we can't refund the original payment method, we'll use another refund option, such as an online refund claim, prepaid card, or mailed check.
What happens if I don't claim my online refund?
If you don't claim your refund within 15 days, or if you don't have an email address on file, we'll mail a prepaid card to your service or billing address.
How will the refund appear on my final bill?
Refunds appear as a negative amount in the Your bill explained section on your final bill.
For more information about your bill, see Understanding your Xfinity bill.
Why doesn't my credit qualify for a refund?
Some credits are intended to reduce your account balance and aren't eligible to be paid out. Examples may include service credits, promotional credits, or other account adjustments. These credits remain on your account and are applied to current or future charges.
Why is my refund less than my credit balance?
Before a refund is issued, any credit balance is applied to outstanding charges on the account. Charges such as unreturned equipment, device balances, recent billing activity, or other account balances may reduce the refund amount.
What are the terms for prepaid refund cards?
Prepaid refund cards, including virtual and mailed cards, can't be reloaded with additional funds.
- Cards expire after six months.
- A $3.50 monthly maintenance fee is deducted from any remaining balance after the card expires until the funds are depleted.
- You can request a replacement card for up to five years after the card expires if funds remain on the card.
- Any maintenance.
